Complaints

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• Initial Complaint

  Date:03/07/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed contract, on behalf of ************************* with CIS July 31, 2023 for 2 sets of store front doors with push bars. Contract says 'estimated 4-6 weeks delivery time" and we paid 1/2 of our total ($16,455.53 total bill)salesman came out the week after contract to look at doors and talk about why we wanted doors. I was very specific that we wanted doors that would lock on the outside but still allow us to get out via the push bar. Doors took 13 weeks to come in and salesman had ordered wrong doors for one set, even after putting his hands on them. Then, they put a literal bar on door along with a deadbolt that didn't allow us to leave with out unlocking the dead bolt. What we wanted is called a panic device. We are a church and our salesmen knew we wanted these doors so that we could lock the inside once our service started and still be able to get out in case of an emergency. He had almost 12 weeks to make this correction on the order, but I digress Company offered a compromise of an ***** rite paddle latch at no cost to us. They wouldn't give us panic device like we wanted unless we paid $2312 plus tax. Second set of doors came in 2 weeks ago and installed with paddle latches. Problem is that paddle latches aren't secure and can be opened with a knife or screwdriver. Now, we have to add a latch guard on our doors to make it secure, which isn't really pleasing to the eye. On top of that, one of the paddle latches has already malfunctioned and it turns out we didn't get ***** rite (nicer model) but a cheaper model. We also discovered that one of our windows had not been properly installed and has to be fixed. CIS is willing to install latch guards and replace paddle latches but wants full payment, which I do not believe they deserve. We are not getting what we wanted to begin with, have had to wait 7 plus months for this to be completed and there have been too many issues for them to expect full payment.

  Business Response

  Date: 04/30/2024

  We are still in discussion with the customer. We have proposed the following:

  
  We will replace existing paddle latches out with the ***** Rite latches.  This latch will be better in the full sun application for the single door and will match on the double door. 
  We will be providing you with a low profile latch guard to ensure that no one can tamper with the latching mechanism. 
  We will replace the rubber glass stop that has a small rip that was noted during the walk on the double door set.
  We will reorder the single door glass stop that was short and not installed.  This will need to be ordered and will be expedited but could have a bit of a lead time due to color.  That lead time will be communicated when we know it. 

  Customer Answer

  Date: 05/03/2024

   I am rejecting this response because:
  

  This claim that you are in communication with us is simply not true. After their visit to our property on March 5, we received an email stating they would fix the four items mentioned in the above response and that our job would be complete and that they expected payment in full. They also emailed on March 8, 12, and 13. However, we were having internal discussions about the situation because CIS stated multiple times they expected full payment for services rendered, which we don't feel they deserve. We responded on 3/20 stating that if they wanted full payment, they needed to fix all of the following problems, some of which have attached pictures: 

  1.      Southwestern-facing Single Entry Door
           a.      Fully repair the transom glass and framing/glass stop, supporting material, i.e. reinstall the transom glass properly;
           b.      Replace and/or properly install all faulty and/or improperly installed glass stop/weather stripping material throughout the entire frame and door structure, as there are many areas of this material that are rolling up underneath itself, as obviously should not be the case;
           c.      Replace the damaged part of the frame in the upper left corner of the outside of the door frame, which obviously had to be hammered into place, resulting in cosmetic damage to the frame (noted after your last onsite visit on 3/5/2024); SEE PICTURE ATTACHED HERE
           d.      Replace the existing paddle latch with an ***** Rite paddle latch that fits and works properly and requires no non-factory alterations to make it work properly and that would in any way alter the factory form and finish of the latch;
  
  
           e.      Repair the entire door/frame structure so that the door will close, latch, and lock properly without having to forcefully pull it closed in order to make the latch retract into the door and then reengage the frame and lock the door after properly closing, as a normal door is expected to do, regardless of the outside temperature or the amount of direct sunlight exposure that the door, frame, and latching/locking mechanism, are subjected to;
           f.       Repair all scratches and other cosmetic damages to the factory finish of the door and frame, which were obviously done during installation of the doors;
           g.      Repair the seal piece at the top outside of the frame, which transitions the door frame to the structural door opening, so it seals properly all the way across the top of the frame and structural door opening, and not just the right 2/3 to 3/4 of the frame and structural door opening, as observed from outside the door; and,
  
           h.      Repair all damage done to the tile flooring immediately inside the door by CIS workers during installation of the doors, and if the floor cannot be repaired to the satisfaction of HBC, then CIS shall properly replace all tile inside the door and properly install and finish all required trim and floor transition components, to result in a fully complete, functional, and undamaged floor (NOTE: On this door, tile was damaged and removed on both sides of the structural door opening and nothing was done to repair or replace the portion of damaged/removed tile). (SEE PICTURE ATTACHED)
  
  2.      Southeastern-facing Double Entry Door
           a.      Fully repair the doors and/or frame so that there is no daylighting-gap where the two doors come together when fully closed (noted after your last onsite visit on 3/5/2024); SEE PICTURE ATTACHED
           b.      Replace and/or properly install all faulty and/or improperly installed glass stop/weather stripping material throughout the entire frame and door structure, as there are many areas of this material that are rolling up underneath itself, as obviously should not be the case, as well as one small area where the material was actually cut and damaged, as noted in your email of 3/6/2024;
           c.      Replace the existing paddle latches with ***** Rite paddle latches that fit and work properly and require no non-factory alterations to make them work properly and that would in any way alter the factory form and finish and the latches;
           d.      Repair all scratches and other cosmetic damages to the factory finish of the doors and frame, which were obviously done during installation;
           e.      Repair all damage done to the tile flooring immediately inside the doors by CIS workers during installation of the doors, and if the floor cannot be repaired to the satisfaction of HBC then CIS shall properly replace all tile inside the door and properly install and finish all required trim and floor transition components, to result in a fully complete, functional, and undamaged floor (NOTE: On this door, brown caulking was used as a fill material to replace the portion of tile that was damaged and removed by CIS during installation of the doors).

  We never received a response from CIS. Instead, we were sent a certified letter from CIS on April 8 stating they were going to put a lien on our project if we didn't pay in full, and this is without them fixing any of the problems with our doors. We responded with a certified letter that same week, which was signed for on 4/12 by CIS, explaining that if they wanted full payment, they needed to fix all of the concerns listed in our email (which is stated above here). We never heard back from them at all (from our email or certified letter). We have not heard directly from CIS since March 13. They are not in communication with us. 

  If CIS wants full payment for their services, they will need to fix all of the issues with our doors as stated here, in our certified letter to CIS dated 4/12, and in an email on March 20. 

  If CIS only wants to fix the four issues listed in their response here and in their email, Hillcrest is willing to pay 1/4 of our remaining balance and we will find someone else to fix the remaining concerns with our doors.  We feel that this is more than fair considering all of the complications we have had with this order.